A range of telephony states that are used by representatives to be unavailable for the next queued transaction or customer. Auxiliary states usage reasons may include breaks, meetings, training activities, and completing projects or assignments. Acronyms/ Synonyms: Aux, Aux states
Definition: The “Available” state refers to the status of call center agents or customer service representatives when they are ready and actively available to handle incoming customer interactions. It indicates that agents are prepared, logged into the system, and equipped to accept and engage with customers through various communication channels such as phone calls, live
Definition: AHT or Average Handle Time refers to the time that a representative takes to complete customer interaction or provide all the assistance they can. It usually measures from the start of an interaction, including all actions and casework, to when the representative becomes available to assist another customer or move to another activity. Calculation:
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The average time customers wait in a voice, chat, or physical queue before being answered or received by a representative. The total wait time in the respective queue is generally considered, without any time exclusions. There is no consideration of the customer experience after they have been received or answered. ASA differs from SLA in
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